FAQs

CUSTOMER SERVICE

Do you support multiple languages? If so, how is this managed?

Yes, we support multiple languages. Depending on EMR software and the language requested, we have in house Voicers as well as voicing software that practices can use to record their own preferred language.

What hardware and software is required to use your services?

Callpointe does not require you to purchase any hardware for the service to function. Based on your PM/EHR software, we offer several methods for extracting your appointment date from your system. We could use SQL Management Studio, ODBC (appropriate drivers will need to be installed), or on a web-based EHR, we can use AutoIT if there is a report to pull.

How often is data extracted from our software application? Can it occur more frequently?

Typically, we extract 2 files a day. Each data pull takes less than a minute to run and send. This will not affect the performance of your EHR. If the services you select require more data, we can schedule additional extraction times.

How am I notified if a patient has selected to cancel or reschedule their appointment?

We offer online access to reports, email reports, and for many EHRs we can feed the results back to your EHR software.

With our current vendor, sometime calls are not delivered or they go out during late hours. How is this resolved with Callpointe’s services?

We offer a dedicated team that ensures calls go out as scheduled and within your calling window.

What is the process to add a provider to the list of providers you call?

Provider Name and Title. If we are currently saying provider’s first and last names in your messages, provide both.

Pronunciation of Provider Name. Give us an idea of how to pronounce the name.

Provider ID. If, in your scheduling software, you assign an ID to your provider, please send us the assigned ID.

Patient Examples. In order for us to ensure we set up your providers accurately, we need examples of 2-3 patients who are on this new provider’s schedule 4-7 days in the future. Specifically, we need names, telephone numbers and appointment dates. If there are no patients on the current schedule, please set up a test patient. We are unable to finalize the addition of a new provider without patient examples to test the mapping of data.

Messages. Is the standard practice messaging format acceptable? Is any additional messaging required? If so, please provide and we will be happy to accommodate the request.

Setup. If the setup should be consistent with one of your existing providers, please send us the name of that provider.

Can I listen to the call that a patient received?

Absolutely. Just contact CPSupport@West.com or call 888 655 7300, Option 2, and someone there can pull the call that you would like to hear. Keep in mind that we delete calls after XX weeks.

How do I add an appointment type?

If you need to add appointment types to the list of appointments to be called, please give us the following information:

Appointment Code. Tell us how you are identifying these appointments in your scheduling software. For example, you are identifying the appointment as “NP.”

Appointment Type. Tell us the name of this type of appointment. For example, if the appointment type is named “New Patient.”

Patient Examples. In order for us to ensure we capture this new appointment type accurately, we need examples of 2-3 patients who are scheduled for this appointment 4-7 days in the future. Specifically, we need names, telephone numbers and appointment dates.

Message Script. Please provide the message script you would like used for the new appointment type, if it differs from your current messages.

How do I block an appointment type from being called?

If you do not want us to contact certain appointment types, please give us the following information:

Appointment Code. Tell us how you are identifying these appointments in your scheduling software. For example, you are identifying the appointment as “NP.”

Appointment Type. Tell us the name of this type of appointment. For example, if the appointment type is named “New Patient.”

Patient Examples. In order for us to ensure we capture this appointment type accurately, we need examples of 2-3 patients who are scheduled for this appointment. Specifically, we need names, telephone numbers and appointment dates.

Why didn’t statuses update in my schedule?

If we delivered your reminder messages, but the data feed back into your EHR failed, the main reason you might discover that your statuses didn’t update in your scheduling software is because there was an interruption in your internet service while the update was being transmitted. You can verify the messages were delivered by logging into your account on jib.callpointe.net. Then, contact us at cpsupport@west.com or call 888-655-7300, Option 2 to alert us so we can re-run the status update.

Do you offer text or email reminders?

We do. There is a one-time setup fee to add each type of reminder. Check with your Customer Service Representative for the details. They can provide you with a checklist to begin the new services./div>

How can I tell if a patient was contacted?

Sign into Callpointe.net to access your account. Once you are logged in, there are several different reports that you can view to determine if your patients were contacted. In addition, if you are receiving daily reports via email, that information will be contained in the email reports. If you have questions, feel free to contact cpsupport@west.com or call 888-655-7300, Option 2.

Why wasn’t a patient contacted?

In rare instances, a patient who you see on your schedule doesn’t get contacted. There are any number of reasons why this might occur:

The patient’s appointment was scheduled on the day or after the day the reminders for that appointment date had already been made. For example, if we are contacting your appointments 2 days in advance and you schedule a patient for an appointment 2 days or less in advance, then the patient will not get a reminder. The data files that contain who we are supposed to contact each day are loaded each morning. Once loaded, any changes won’t be picked up by our system.

It could be that the appointment information isn’t complete. For example, a patient phone number might be missing so we cannot call that patient.

If we are calling or texting or emailing reminders based on what is indicated in the patient preferred method of contact and nothing is indicated, a reminder may not go out (unless you’ve told us specifically to call the patient if no other method is indicated).

Can I change the voice of our messages?

Yes. We offer multiple voices for you to choose from. Please contact your Customer Service Representative (CSR) for samples of each voice. There may be a cost associated with the change. Your CSR can discuss costs with you.

TECHNICAL SUPPORT

Can I get a copy of the call you recorded?

Due to variances in regulations, Callpointe does not currently provided copies of patient phone call recordings. If you’d like to hear the recording, please call our Technical Support Team at 888-655-7300, Option 2. One of our representatives can play the recording for you.

How can I remove an employee/authorized contact who no longer works here?

Any authorized contact on your account can email cpsupport@west.com or call 888-655-7300, Option 2, and request to remove a contact.

Can you tell me which providers I have active on my account?

Sign into jib.callpointe.net to access your account and select “Reports” on the left. You will see all of your filters. Click in the “Provider” section and you will get a drop down list of all providers (active and inactive) on your account.

How do I unlock my account for my jib.callpointe.net Login?

On the login screen, select the link for “forgot your password,” then follow the onscreen prompts. If you are having trouble, any authorized contact on your account may email cpsupport@west.com or call 888-655-7300, Option 2.

Can you tell me whether a patient confirmed or cancelled their appointment, and when?

You may review your patient’s response by logging into our web portal at jib.callpointe.net and selecting “Reports” on the left. Then select “Appointment Notifications” to see responses.

Can you verify that a patient received their reminder call?

You may review your appointment notifications by logging into our web portal at jib.callpointe.net and selecting “Reports” on the left. Then select “Appointment Notifications” to see what patients received reminder calls.

What do I do about getting Callpointe set up on my new computer/server/etc.?

Any authorized contact on your account can set up a “reinstall” service request by sending an email to cpsupport@west.com or by calling 888-655-7300, Option 2. There may be a small Reinstall Fee associated with this request.

What do I need to do to activate text or email reminders on my account?

Any authorized contact on your account can set up a request to add email and text services by sending an email to cpsupport@west.com or by calling 888-655-7300, Option 2. There may be a small setup fee associated with this request.

What information do I need to provide about my practice that is relocating soon?

Please provide the new address, any change in other contact information like telephone numbers, and how you would like this to be reflected in your messaging.

How do I get the daily e-mail reports?

Any authorized contact on your account can set up a service request to add the daily email reports feature to your account by sending an email to cpsupport@west.com or by calling 888-655-7300, Option 2.

Can you please provide the transcripts for all my messages on this account?

You may review your appointment notification transcripts by logging into our web portal at jib.callpointe.net and selecting “Reports” on the left. Then select “Message Transcription” to see the transcripts.

Is it possible for you to call all the patients from one provider to deliver a message?

Yes. This service is called a Blitz. Any authorized contact on your account can set up a blitz service request by sending an email to cpsupport@west.com or by calling 888-655-7300, Option 2 . There may be a small setup fee associated with this request.

Is there any way to add a new user login to my jib.callpointe.net account?

Yes. Any authorized contact on your account can set up a service request to add a new user by sending an email to cpsupport@west.com or by calling 888-655-7300, Option 2.

Can you tell me how many calls we made on a certain date?

You may review your appointment notifications by logging into our web portal at jib.callpointe.net and selecting “Reports” on the left. Then select “Appointment Notifications” to view how many calls were made on a certain date.

Can you stop reminder calls from going out to a patient?

You may block any patient from receiving notifications by logging into our web portal at jib.callpointe.net and selecting “Messaging” on the left. Then select “Patient Block” to block a patient from receiving notifications.

What does it mean when the status is set to “Email Blocked By Patient”

This means your patient has “unsubscribed” from receiving email reminders from your practice.

What can I do to view statistics of my patient response rates?

You may review your appointment notifications statistics by logging into our web portal at jib.callpointe.net and adding any of the statistical widgets to your dashboard.

How do I suggest a feature for Jib?

You may suggest new features either by sending an email to cpsupport@west.com or by calling 888-655-7300, Option 2.

Does Callpointe offer an option to notify a patient if we need to cancel their appointment?

Yes. You may cancel any provider or location schedule by logging into our web portal at jib.callpointe.net and selecting “Messaging” on the left. Then select “Cancel Calls” to set up the cancellation phone calls.

Can I edit my messaging through your portal?

No. Our Technical Support Team is happy to help you with any messaging editing you may need. Any authorized contact on your account can set up a new messaging service request by sending an email to cpsupport@west.com or by calling 888-655-7300, Option 2.

Is Callpointe HIPAA compliant?

Yes. Callpointe prides itself in being a HIPAA compliant business associate. All Callpointe employees go through certified HIPAA training annually. Our services are also ONC-ATCB certified.

Where can I find the cost to add a service to my account?

Please contact your personal Customer Service Representative for assistance with this request. Your CSR can discuss costs with you.

CONCIERGE

What is Concierge?

Concierge is a subscription service offering Callpointe clients an elevated level of service. Concierge accounts have a dedicated Technical Support (TS) Manager who is available 24 hours a day, 7 days a week. Your TS Manager is your primary advocate at Callpointe that will personally direct all service requests for you. They will expedite your service requests by engaging all necessary Callpointe departments, your IT Department, Hosted Services, and Data Management vendors so you don’t have to. With all of these areas covered you can focus on your job and not worry about your call reminder services. Concierge takes the worry out of your patient reminder communications.

STRATEGIC ACCOUNTS

What services are available?

Callpointe offers many services via phone, text, and email, including appointment reminders, patient recalls, mass patient communications, and much, much more. Please contact us if you have questions about which service offerings might work best for you.

What languages are available?

We support multiple languages. We offer multiple voices to choose from for English and Spanish messages. If other, custom languages are required we can script and voice these messages for a fee. Please contact us if you would like a custom language quote.

How long will a new feature take to develop?

New features including backfeed functions, text functions, and custom email templates are assessed by our Development Team. Based on urgency, they are then assigned a priority level of 1, 2, or 3; 1 being the highest priority. There may be a small setup fee associated with this request.

INTEGRATION

Will your extract slowdown our database?

No. The scheduled job that starts the sending process only occurs twice a day and will only take a few minutes.

When Callpointe works on the install, will it require our employees to be off the system?

No. The installation process will not impact the front end user and there is no need to be logged off of the EHR system.

Will Callpointe need to connect every day to pull a file?

No. We have a scheduled task that will begin the process automatically. We do not need to log in to your system for this process to run. The process will occur twice a day, unless otherwise indicated.

How long will the install take?

Generally, the installation will take a minimum of an hour and a half to two hours. This time may vary.

What will Callpointe need from us to get started on the installation?

First, you will complete your New Practice Checklist (NPC) provided by your Customer Service Representative. The NPC tells our Integration Team what services need to be installed. Per your NPC, we will contact your designated IT person to establish contact. Once contact is made, we will set up a remote connection to the server and begin the installation.

What kind of access will Callpointe need to our system?

To ensure we are able to complete the installation in a timely manner, we will need administrative rights to the server. Typically, we will only need read access, but if there are additional services like Bidirectional Feed selected, we will also need write access.

How secure is the file transfer?

We understand that security is a high priority and we don’t take that lightly. We have a proprietary SFTP process that encrypts the data prior to being sent to Callpointe. The data is then de-encrypted once it reaches our secure servers.

Why is there a fee for re-installation?

At times we are notified a client has implemented changes to its system or servers. For example, a practice has adopted a new EHR host, new server, a server has crashed, etc. In these situations, data flow will stop, requiring the Callpointe service to be re-installed. The Re-installation Fee offsets the cost of having a designated Integration Services Technician work with your IT personnel to gain remote access to the new server, review the setup of the new environment, install the appropriate services, thoroughly test the setup process, and monitor your account to ensure there are no issues with the re-installation.

If you’re not getting files, are you still making calls?

The appointment file will usually contain appointment data from 0 – 7 days, 0 – 14 days, or even 0 – 45 days. This range varies depending on which EHR system you use. If a file does not arrive, we will use the most recent file received to continue to send out the reminders.

What is the best way to notify Callpointe of an upcoming change to our server environment?

Please contact our team by telephone or email to discuss the changes that have occurred.

Can we change the data pull/extract times?

Yes. We can modify the time the scheduled job runs and sends the appointment file to us.

Does Callpointe REALLY need a new file every day?

We find that schedules change throughout the day and we would like to have a daily file so we are able to send out accurate reminders to your patients. This allows the patient to receive accurate appointment information to avoid any frustration or confusion.

IMPLEMENTATION

How long does it take to set up an account?

Once setup paperwork is received, it typically takes between 4 to 6 weeks for general setup. Customized and complex setups may take a bit longer.